Skills

  • Customer service
  • Product management
  • product support
  • Clients Relationship Management (CRM)
  • Vendor Management
  • technical support
  • Saas
  • Database Management with SQL
  • MS Sql Server
  • kibana
  • Jira/Confluence
  • Zendesk
  • Salesforce
  • Remote Support
  • Diagnostic Tools
  • Data Analysis
  • Data Management
  • Data Entry
  • Help desk
  • Troubleshooting
  • Regulatory Compliance
  • TABLEAU
  • Excellent Microsoft Office skills

Experience

WILSON KARIUKI

Work experience
  • February, 2021 - December, 2022
  • Fulltime
  • As a Customer Service Agent, my key responsibilities include,
  • List new properties on RightMove and Zoopla.
  • Ensuring all listings are completely compliant and completing compliance audit weekly. Uploading media for the business - properties. Producing conveyancing and mortgage leads.
  • Moving customers across a progression timeline to ensure all customers are completely up to date in their journey.
  • Booking in viewings, submitting offers, small media changes - actioning whatever comes about from calls and emails.
  • Answering and handling complaints as per the completion procedure.
  • Key Achievements
  • Successfully increased customer satisfaction ratings by 15% over six months through attentive and empathetic communication, efficient problem-solving, and personalized assistance.
  • Consistently achieved a first-contact resolution rate of 90%, showcasing strong product knowledge, effective troubleshooting skills, and the ability to address customer issues promptly.
  • Implemented a new prioritization system for incoming customer inquiries, resulting in a 25% reduction in average response time and ensuring timely assistance to customers.
  • Demonstrated exceptional upselling skills, resulting in a 20% increase in upsell revenue from existing customers by identifying relevant product upgrades and features.
  • Consistently received positive feedback from customers highlighting exceptional service, resulting in being recognized as a top-performing customer service agent for three consecutive quarters.
  • Identified inefficiencies in the ticketing system and proposed a new workflow that streamlined ticket assignment and tracking, leading to a 40% increase in overall team productivity.
  • During a service disruption, maintained calm and clear communication with customers, providing regular updates and alternative solutions that minimized customer frustration and maintained brand trust.

WILSON KARIUKI

Work experience
  • As a Product Support Specialist, my key responsibilities include,
  • Assisted customers and internal teams in troubleshooting technical issues by utilizing diagnostic tools, analyzing error logs, and providing step-by-step instructions by using Kibana and SQL and documented in Jira.
  • Triage customer issues on the support issue tracker and via Zendesk and Salesforce.
  • Submit and comment on bug reports and feature requests based on customer interactions.
  • Engage with the development team to escalate bugs, solve problems, or obtain missing information.
  • Creating and updating FAQs and knowledge base documents to assist customers adopt new products and services faster.
  • Collaborated with cross-functional teams, such as product development and quality assurance, to resolve complex customer issues.
  • Conducted product education and training sessions to help customers and internal team members understand and utilize the product effectively.
  • Provided timely and accurate customer support via phone, email, live chat, and ticketing systems. Assist in troubleshooting software issues via email and chat with use of remote support with Sales Force, Zendesk and Zopim to provide a resolution to the end user
  • Key Achievements
  • Achieved a customer satisfaction rating of 95%, exceeding the team's target of 90%, based on post-interaction surveys.
  • Developed and delivered product training sessions to over 100 team members, resulting in a 30% decrease in customer support tickets related to basic product usage.
  • Reduced average resolution time: Implemented efficient troubleshooting techniques and streamlined support processes, resulting in a decrease in the average time taken to resolve customer issues.
  • Developed and implemented customer training materials: Created user guides, knowledge base articles, or conducted training sessions to educate customers about the product, resulting in improved customer understanding and increased self-service resolutions.
  • Received commendation for exceptional problem-solving skills: Demonstrated proficiency in diagnosing and troubleshooting technical issues, leading to effective problem resolution and customer satisfaction.
  • Contributed to product improvements: Gathered customer feedback and collaborated with product development teams to identify and communicate recurring issues, resulting in product enhancements and improved customer experience.

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